Smart Banking Services and Their Impact on the Mental Image of Commercial Bank Customers in UAE

Hayat Fayez Mahmoud Banat, Firas Jamil Alotoum


This study aimed to identify smart banking services represented by (Internet of things, data collection, data analysis, and security) and their impact on the mental image represented by (the cognitive dimension, the emotional dimension, the behavioral dimension) of commercial bank customers in the UAE. A convenience sample consisting of 384 customers of commercial banks in the Emirates was selected, and the descriptive analytical approach was used, and it reached many results, the most important of which was the existence of a statistically significant impact of Banking services represented by (Internet of things, data collection, data analysis and security) depend on the mental image represented combined, which means that bank customers have all and accurate information that contributed to the formation of a positive mental image and raised their confidence and satisfaction with these banks.In light of the results reached, the study recommended working on the development of smart banking services in all its dimensions and interest in providing bank customers in the UAE with more information about the Internet of Things, which contributes to improving the mental image of it, and given the importance of the subject in our current era, the study recommended the need to apply it to sectors other.

Keywords: Smart banking services, mental image, bank customers, United Arab Emirate

DOI: 10.7176/EJBM/15-17-09

Publication date:October 31st 2023

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